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Operations Manager

3 months ago

Sydney, Australia Avis Budget Group Full time

**About the role**:
The Operations Manager manages the day to day operations of the Counter and Wash to meet business needs. The Operations Manager ensures performance targets and KPI’s are met and vehicles cleaning standards are maintained and exceeded. The role reports directly to the Airport Manager and in the absence of the Airport/Area Manager, the Operations Manager relieves this position.

**_Key duties and accountabilities will include: _**

Counter Duties/ Customer Service
- Understanding and adhering to counter sales curriculum in order to meet and exceed sales targets set by management.
- Completing rental agreements with customers following established guidelines.
- Perform Preferred / Fastbreak, VIP, or other special services as assigned.
- Completing vehicle return procedures and verifies accuracy of closing calculations, including fuel via check-in software/devices. In addition, checking vehicles for damage, KM’s & fuel level, lost property etc.
- Resolving returning customer queries before the customer leaves.
- Auditing closed contracts to ensure correct charges have been applied

Operational
- Liaising with Duty Managers to organise fleet, staff and general shift requirements
- Assessing fleet and productivity requirements to ensure effective running of daily operation and communicate requirements to Duty Managers
- Handling fuel deliveries in accordance with company procedures and relevant health and safety legislation
- Conduct IAuditor checks as required
- Ensure security of company assets is maintained in accordance with policy requirements report any discrepancies.
- Produce and monitor daily and weekly reports specific to your operation, initiating appropriate actions as required

Leadership and Managerial
- Identify and continually monitor employee needs and implement actions to increase employee satisfaction and manage the performance of employees as needed
- Identifying talent within the workplace by implementing training programmes and in turn, succession planning
- Driving location NPS targets and performance on shift
- Forecast and identify peak operational periods
- Driving a culture of service excellence
- Upsell and ready line fleet
- Achieve and exceed Net Promoter Score (NPS) and Max Out targets set by location
- Ensures employee compliance to all Human Resources processes/policy,
- Regularly coach and provide constructive feedback to employees in a motivational and engaging way, influencing a change in behaviour and improving performance
- Ensure shifts are covered (effective rostering) appropriately/liaises with airport/location management

**What we are looking for**:

- Previous experience in a management or leadership in an operational environment with strong coaching and mentoring skills
- Full driver's license
- Demonstrated understanding & use of Customer Service and Sales techniques and processes
- Experience in complaints handling, conflict resolution and negotiation.
- Excellent verbal and written communication skills
- Commitment to providing exceptional service to customers and support to employees
- The ability to analyse processes and information, identify problems and trends and develop effective solutions and strategies
- High level attention to detail
- Comprehensive knowledge of Microsoft Office Excel, Outlook, Word
- Demonstrated Service Excellence Orientation, and commitment to the ABG Vision, Mission and Values

**So, what’s in it for you?**
- **Competitive **Base Salary + Performance Bonus + Company Car**:

- Uniform and parking provided
- **Free onsite parking**:

- **Wellbeing programme **incl. **life insurance **+ **discounted health insurance **+ **superannuation **options
- Access to **Perkbox **- discounts and offers **with hundreds of retailers and big brands, including on **cinema tickets **, **fitness classes **, **shopping discounts **and much more
- Employee discounts on **car rental **across Avis Budget Group
- Employee Assistance Programme **(EAP) **provided by Converge - 24/7 support for your mental health and wellbeing
- **Full training provided **to help you achieve your goals & reach your potential

**About Avis Budget Group**

We don't just rent cars. We're changing the way people move. Across our world-famous brands - Avis, Budget, Zipcar, and Apex - we're leading the way for the global mobility industry. Our brands represent a mobility ecosystem of more than 11,000 locations in approximately 180 countries.

With more than 70 years of experience in managing global fleets and with one of the largest fleets of connected cars in the world, we are committed to innovation and are moving the future of mobility forward.

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New South Wales

Australia